Private Patient Liaison Officer

Chelwest; Greater London; In loco; GBP 34.000 - 37.000; Tempo pieno

Descrizione del lavoro

Chelsea and Westminster Hospital NHS Foundation Trust is seeking an administrator for its Private Patients Unit. You will handle patient enquiries, provide price information, and manage bookings for private services at Chelsea & Westminster Private Patients Unit.

The role requires a calm, patient-centric approach, strong data handling skills, and flexibility across shift patterns, including evenings and weekends. Based at Chelsea site in London.

Competenze

• Experience of working in a busy office environment.
• Excellent interpersonal and communication skills.
• Ability to handle enquiries with professionalism and confidentiality.

Mansioni

• Be the first point of contact for patient enquiries and bookings for private services.
• Provide price information and convert enquiries to appointments.
• Use Cerner and Compucare to manage bookings and patient data.

Conoscenze

Customer service

Communication

Office software

Formazione

NVQ Level 4 Customer Services

GCSEs

AAT Level 2

Strumenti

Cerner

Compucare

Descrizione del lavoro

We are an award winning organisation providing care at two main hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—and a number of community-based services across London, such as sexual health and HIV clinics.

With 6,700 members of staff, we are proud to care for a diverse population of one million people. We are committed to ensuring that our workforce is just as diverse with a strong mix of skills and abilities.

Our staff are at the very heart of our organisation and we recognise the valuable contribution that each and every person working at the Trust makes. One of our Trust priorities is to be an employer of choice—a place where people want to start their career and to grow with us through continued education, professional development and support .

Main area Private Patients Grade NHS AfC: Band 4 Contract Permanent Hours

• Full time
• Flexible working

37.5 hours per week (Monday-Friday 8am - 8pm and Saturdays as rostered) Job ref 289-SC-497

Site Chelsea & Westminster Hospital NHS Foundation Trust Town London Salary £34,186 - £37,389 per annum plus HCAS Salary period Yearly Closing 18/11/2026 23:59

Job overview

This is an exciting opportunity to join our new Private Patient services at Chelsea and Westminster Hospital under Chelsea and Westminster Foundation Trust within the Private Patient Unit.

We are looking for someone to join our committed team providing excellent patient experience and embracing the Trust values. We are looking for an experienced administrator with a passion for exceeding patient expectation and ability to deliver a 5 star service to all patients within the Private Patient Unit. Successfully candidates will work at the Chelsea site, supporting the implementation of Private Care services . You should have a friendly patient centric approach and will need to be able to remain calm and approachable in a very busy private patient business office. You should possess excellent people and time management skills so as to be able to provide an optimum level of customer service to patients, both in person and over the telephone, and also to other users of the service. A flexible approach is also required as there will be a need to work different shift patterns, the successful candidate may be require to support across site when necessary.

Main duties of the job

The post holder will be the first point of contact for patients, secretaries and health care insurance companies wishing to book / enquire about the services available. The post holder will be able to provide patients with accurate prices for services they may wish to receive. The post holder will be responsible for ensuring that patients from all private units receive information regarding the services they wish to receive.

The post holder will have specific responsibility for the handling of self-pay enquiries directly from members of the public from phone calls, website enquiries, emails and potentially face to-face meetings. The post holder will be responsible for providing information on procedures and services, explaining prices and processes and maximising the conversion of enquiries to out-patient appointments, tests and admissions for treatment and ensuring patients account are up to date with payments and the correct deposits are acquired before treatment.

The post holder will be responsible for making appointments for patients in outpatients or diagnostic facilities, and sending the appropriate literature to the patient once the appointment / diagnostic has been booked.

The post holder will be responsible for arranging all theatre bookings and ensuring that patients are appropriately identified on theatre lists, ensuring that all literature is sent out to the patient prior to the their admission.

Working for our organisation

Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.

Detailed job description and main responsibilities

• To be the first point of contact for patient enquiries and patient bookings for services provided at Chelsea & Westminster Private Patients Unit responsible for delivering an efficient and faultless customer experience in handling both inbound and outbound customer enquiries.
• To be specifically responsible for handling self-pay enquiries from the public and maximising the conversion of enquiries to out-patient appointments, tests and procedure packages
• To be responsible for utilising the Hospital Booking Systems (Cerner and Compucare) in order to carry out a variety of functions, including:
• Validating patient demographic details and updating as necessary
• Making, changing or cancelling outpatient appointments
• Updating computerised records of patient information in line with departmental and hospital policies and procedures.
• Understanding all information contained on the system to assist patients and staff with queries on the telephone.
• To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public. To cover a shift pattern across 8am-8pm. Post holder may be required to work across site
• As part of the staff rota, work evenings and weekends when required.
• To be responsible for answering all telephone calls, email enquiries and other forms of communication in a timely and professional manner.
• Responsible for booking patients into services, such as outpatient appointments, diagnostic appointments and booking inpatient admissions.
• To work closely with the commercial and pricing teams to ensure self-pay opportunities are maximised, services are well-structured, meet patient needs and are competitively positioned and priced in the market
• Ensure that all booking data is accurately entered on to Cerner and Compucare in a timely manner.
• Ensure that all payment details are correctly logged onto the system at the time of booking.
• Prepare backing documents, ensuring that the policy and authorisation number has been supplied along with any guarantee letters for embassies and insurance companies. If information not supplied refer back to the private patient
• To investigate queries in person and on telephone, dealing with patients queries, invoices and financial queries sensitively and with diplomacy. Liaising with other departments within the hospital and outside agencies where necessary e.g. insurance companies & embassies
• To maintain an accurate and orderly filing system for all document
• To maintain up-to-date information and appropriate insight into competitor propositions, campaigns, pricing and activity in the self-pay market
• To ensure complete confidentiality with respect to patient information in line with Trust’s Confidentiality Policy & Information Governing Policy
• Prepare cost estimates for consultants and patients, by filling out cost estimate sheet with codes and prices, referring to current private patient price tariff
• Attend monthly unit staff meetings
• Take payment information from patients who are paying with credit or debit cards, over the phone and update compucare in the appropriate manner
• To check that the information provided by any clinical departments, e.g. Endoscopy and radiology is correct by checking Cerner (Electronic patients records) & ICE to ensure accuracy in adding information to compucare
• To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times
• To ensure that the department voicemail/email address is checked and any messages are recorded clearly and actioned in order of priority in accordance with departmental standards.

Please see attached job description and person specification to this advert for further details.

Person specification

Education & Qualifications

• Technical Apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent knowledge or experience
• Educated to GCSE standard or equivalent
• Level 2 basic accounting or equivalent knowledge or experience

Experience

• Experience of working within a busy office environment
• Experience of communicating effectively with a wide range of people including staff, patients and consultants.
• Demonstrate well developed, effective interpersonal skills and communication skills
• Experience of working within a busy and demanding environment
• Ability to prioritise own workload.
• Experience within a Private Patients Department
• Experience working in an NHS environment

Skills and Knowledge

• Working knowledge of Microsoft products: Word, Microsoft Office and Excel
• Accurate Keyboard Skills
• Knowledge of PMI insurance billing frameworks

Important

• There may be some occasions when we have to close a vacancy earlier than the advertised closing date, this will be due to a high volume of applications. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly (and your junk folder) as this is how we will communicate with you throughout the recruitment process.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.
• We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with General Data Protection Regulation (GDPR)

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on UK Visas and Immigration - GOV.UK

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

The recruitment team are available to provide support from 9am–5pm, Mon–Fri. To contact the team please call the Trust switchboard and ask for ‘Recruitment team, Human Resources Department’.